Senior Technical Support Manager

Omilia

11d • Remote

About The Position

Omilia is a leader in enterprise Conversational and Agentic AI for customer experience. Recognized as a Leader in the 2025 IDC MarketScape for Worldwide General Purpose conversational AI and a Visionary in the 2025 Gartner Magic Quadrant for Conversational AI Platforms, we power voice and digital customer service for global enterprises in finance, insurance, healthcare, utilities and beyond. Our unified, self-learning platform spans voice and chat agents, authentication, fraud prevention, and agent assist, and completes customer service tasks with human-like understanding.

We are looking for a Senior Technical Support Manager to lead our AMER support team based in the USA & Costa Rica. This is a balanced people-and-technology role: you will lead a distributed support team handling tickets across the full Omilia Cloud Platform(OCP), while staying close enough to the technology to coach, unblock and contribute to technical decisions.
You will report into Technical Support leadership and partner with Product, Platform Operations, Professional Services and Customer Success across multiple regions.

Requirements

• 5+ years in technical support, with at least 2 years managing a support team of engineers.
• Track record managing an enterprise support queue against SLAs in a high-severity, customer-facing environment.
• Hands-on technical fluency in at least one of: conversational AI, IVR, NLP/ASR, contact-center platforms, cloud infrastructure or voice biometrics. Comfort reading logs, reproducing issues and reasoning about distributed systems.
• Strong people-management instincts: setting feasible goals, mentoring, giving direct feedback, building trust, managing through ambiguity.
• Excellent written and spoken English; able to communicate clearly with global customers and engineering teams.
• Based in the AMER region, fully remote. Willing to either (a) commit to a daily four-hour overlap with our Athens team during the active shadowing phase of onboarding, or (b) accept the optional two-month relocation to Athens — whichever fits you best (see What We Offer for details).

Nice To Haves

• Experience with Atlassian Jira Service Management and building automation in JSM.
• Experience working in a regulated environment (banking, healthcare, payments) and a working understanding of why compliance controls exist.
• Familiarity with Omilia Cloud Platform or comparable conversational AI platforms.
• Exposure to follow-the-sun support models and managing across timezones.
• Spanish in addition to English.

Responsibilities

• Lead the AMER support team. Run daily team calls to align on requests, blockers, priorities and customer escalations. Translate ambiguous customer issues into clear, feasible team goals and manage expectations with stakeholders.
• Hire and onboard. Recruit, onboard and ramp new engineers on OCP. Contribute to the enhancement of the current structured onboarding plan that gets new hires productive on real tickets fast.
• Develop people. Run 1:1s, performance reviews and growth conversations based on our current framework. Coach individual contributors toward senior and specialist tracks; address performance issues directly and fairly.
• Own queue health and SLAs. Own SLAs across Severity 1 to Severity 4 for the Costa Rica queue. Monitor backlog, ageing tickets and Platinum-Customer health, and drive the team toward measurable improvements in response time, resolution time and CSAT.
• Manage cross-region handoffs. Coordinate follow-the-sun handoffs with EMEA and APAC support teams. Set the standard for end-of-shift handover quality so no ticket loses momentum across regions.
• Own customer communication during incidents. Incidents are led by the Platform team’s Incident Managers. You are accountable for making sure the support team keeps customers informed and updated throughout the incident lifecycle.
• Support key customer relationships. Serve as a senior point of contact within Technical Support for key accounts during incidents or ticket escalations, recurring reviews and QBRs. Build trust through clear, honest communication and consistent follow-through.
• Run the knowledge and continuous-improvement loop. Drive the Omilia Service Desk knowledge base flow. Ensure recurring issues are converted into KB articles, reduce repeat tickets and feed the agentic service desk roadmap with real ticket signal.
• Uphold compliance and security. Make sure the team handles customer data in line with PCI-DSS, SOC 2, ISO 27001, HIPAA and GDPR. Reinforce least-privilege access, careful logging practices and incident reporting discipline.
• Stay hands-on and be the team’s technical anchor. Maintain an in-depth understanding of OCP components - and how they interact under the hood. Be the go-to expert and mentor: answer the team’s toughest technical questions and level up their debugging skills through collaborative pairing sessions, alongside the Technical Lead.
• Drive deep troubleshooting and an exploratory mindset. Be integral part of application issue replication - build the app, hunt for triggers, isolate root causes; don’t just take a user’s word for it. Partner with engineers on high-complexity tickets, dive into logs and review proposed fixes for technical soundness and completeness. When documentation falls short, take an exploratory “what if” approach: probe how the platform behaves under stress or non-standard configurations to anticipate future edge cases.
• Drive tooling and process improvement. Improve JSM workflows, automation and integrations between the service desk and OCP observability. Contribute to the Agentic Service desk rollout.

Benefits

• Fixed compensation
• Long-term employment with the working days vacation
• Development in professional growth (courses, training, etc)
• Being part of successful cutting-edge technology products that are making a global impact in the service industry
• Proficient and fun-to-work-with colleagues
• Apple gear

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed